Timeshare companies sometimes get a bad rap as not being particularly customer centric. Many consumers associate them with high-pressure sales tactics meant to feed a volume business, rather than crafting hyper-personalized experiences that build loyalty. But Holiday Inn Club Vacations embraces a different philosophy. Nicole Myers acknowledges the preconceptions people may have but, as vice president of customer experience for the brand, she leads a team devoted to elevating CX every day. Florida-based...
When I first began working with contact center professionals over a decade ago, I received some great advice I still use. Whenever I call customer service, I remember the name of the associate when they introduce themselves so I can call them by name during our interaction.  Associates appreciate it because it shows that I see them as a person and not a faceless voice on the other end of...
Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/ Introduction A successful Customer...

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